Support and Maintenance FAQs

What is Support and Maintenance?

Edgewater Networks Support and Maintenance provides customers with technical support though our Technical Assistance Center (TAC) and ongoing software releases for each of our products. The Edgewater Networks TAC offers support services by phone, email or through our support portal.

How does Edgewater Networks know if my device is covered by a support and maintenance agreement?

Each Edgewater Networks device is uniquely identified by its MAC address. Each Support and Maintenance agreement is tied to a single MAC address.

What is the difference between a hardware warranty and support and maintenance?

An Edgewater Networks hardware warranty covers repair or replacement of a device that has failed due to a hardware breakdown. Support and Maintenance agreements provide customers with ongoing access to technical support, bug fixes, and new software releases.

How do I renew or begin my Support and Maintenance contract?

Customers should contact their Edgewater Networks sales representative, reseller, or distributor to purchase a support and maintenance contract.

How will I know the cost associated with a Support and Maintenance contract?

If you provide Edgewater Networks with a list of MAC addresses for each device to be covered under the Support and Maintenance, your Edgewater Networks sales rep, your reseller or distributor will calculate the contract fees and provide you with a quote.

Once Edgewater Networks receives a Purchase Order for the identified devices, the devices will be considered in compliance and support and maintenance will continue as normal.

Any products not included on this list will no longer be entitled to receive support and maintenance.

How will I know the cost associated with a Support and Maintenance contract if I do not have a list of MAC addresses for my Edgewater Networks devices?

If you are unable to provide us with a list if MAC addresses, you can request that Edgewater Networks generate a list of all products that the you have purchased over a specific time period. If you do not specify a time period, Edgewater Networks will provide a list back to your first purchase. You can then notify Edgewater Networks which of these products you wish to bring into compliance.

After we receive your list, we will provide you a quote for support and maintenance. Once Edgewater Networks receives a Purchase Order for the identified devices, the devices will be considered in compliance and support and maintenance will continue as normal.

Any products not included on this list will no longer be entitled to receive support and maintenance.

Professional Services

With Edgewater Networks’ Professional Services, customers are able to select the type of continuing support that is appropriate for their deployment, allowing them to maximize the utilization of Edgewater Networks’ solutions.

Professional Services gives customers peace of mind that a knowledgeable representative is available to help identify and remedy issues, streamlining troubleshooting so that a customer’s valuable time can be dedicated to other areas of concern.

Let Edgewater Networks worry about it.

Support and Maintenance Programs

Online Case Management

Registered users can view our knowledge base of solutions, create cases, update existing cases and retrieve case history. If you are a new user, please send mail to supportaccess@edgewaternetworks.com in order to request an account.

Technical Updates Distribution List

Edgewater Networks provides security and technical alerts to those choosing to receive them. If you would like to be added to the distribution list for these alerts, please click here to be added to the Technical Alert opt-in distribution list.